This article explains how Koncert handles Interactive Voice Response (IVR) systems, commonly known as Phone Trees, during outbound calls. Koncert provides several methods to connect with prospects, including dialing office numbers that may feature Phone Trees. However, navigating these systems to reach the intended prospect can be challenging.
Koncert’s Phone Tree Navigation feature leverages artificial intelligence (AI) to improve interactions with prospects when calling through Phone Trees, increasing connection opportunities. This feature is available upon request. Please contact Koncert Support at support@koncert.com to enable it.
How does Koncert handle Phone Trees?
When dialing into a Phone Tree, the following steps take place:
- Directory identification: When a call connects to a Phone Tree system, Koncert automatically detects key terms related to Directories, such as Company Directory, Name Directory, Dial by Name, Staff Directory, or Employee Directory. The Koncert uses AI to navigate through the directory and respond to any voice prompts.
- Prospect Name Identification: Once the directory is identified, the Phone Tree system searches for the prospect’s first name, last name, or full name based on the provided voice prompts or text inputs.
- Matching with Prospect Name: The Phone Tree system returns the search results, indicating either the Number of matches found or No matches found. For example, if there are two employees named John William and John Smith, the Phone Tree might respond with “Two matches found” when searching for "John."
- Identification of Exact Match: The Phone Tree system searches for the exact match of the prospect’s name from the uploaded call list, using voice prompts or text inputs from Koncert’s AI.
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- If an exact match is identified:
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- AI will automatically transfer the call to the user when a human voice is detected, allowing the user to engage in conversation if the prospect picks up the call.
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If the call goes to voicemail, the AI will automatically log the appropriate voicemail outcome. For more details on voicemail outcomes, refer to the article AI Engine - AI Dialers Call Dispositions.
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- If no exact match is identified:
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- AI will hang up the call, automatically log the Call Outcome as Phone Tree, and proceed to dial the next contact on the list.
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Once this feature is enabled, the users can activate Phone Tree navigation by checking the Enable Phone Tree Navigation checkbox in the Dialing Session tab » Settings Summary window.
- For AI Parallel Dialer
Once the Enable Phone Tree Navigation option is activated, the Upon Phone Tree detection, skip call option will automatically be disabled under the AI Parallel Dialer settings. This ensures that AI will attempt to navigate through Phone Trees to connect with prospects.
NOTE: If the Enable Phone Tree Navigation option is deselected, Koncert will automatically enable the Upon Phone Tree detection, skip call option. Users cannot manually adjust this setting if Phone Tree navigation is disabled.
- For AI Flow Dialer:
To enable the option Enable Phone Tree Navigation in the AI Flow Dialer, you must first disable the Upon Phone Tree detection, skip call option.
Once enabled, the option Upon Phone Tree detection, skip call will be automatically disabled in the AI Flow Dialer settings.
Info icons on respective places show a tooltip describing the actions to be taken, when hovering over it.
Call Outcomes
AI will automatically log the below Call Outcomes based on the scenarios encountered as follows
- Phone Tree - If AI detects a Phone Tree, but the option Enable Phone Tree Navigation is not enabled.
- Phone Tree - Name Not Found - When AI is unable to recognize or detect the name in the automated system or when no match is found during phone tree navigation.
- Phone Tree - No Company Directory - When AI does not detect any company directory during navigation of phone trees.
This significantly enhances the efficiency of outbound calls by automating the navigation of Phone Tree systems and effectively manages the identification of prospects within company directories. Koncert aims to improve efficiency and reduce the manual effort required to navigate through the system.
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.
NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.